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Comments (142)

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  hs86
  I tried their Pro plan on March 1 and immediately noticed how bad their usage limits were, so I asked for a refund that same evening.Their chatbot accepted the request, I was downgraded to the free plan immediately, and since then I have been waiting for the money.
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  Hobadee
  TBF, I think Anthropic is a victim of their own success right now. We've had clients reach out to their sales team and be unable to reach anyone. I think they are just busier than they can actually handle.
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  avree
  Anthropic doesn't allow you to hide or unshare Projects which were shared by team members who are no longer on the team. Contacted them about this two months ago, have yet to hear from any human.
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  khelavastr
  Have you tried suieng then in small claims court? They skimp in being a real company with real legal support by burning infestor capital, because staff attorney salaries are accounted for much harder than individualized lawsuits from practices not directly resolved next lay period.Most people who commit wire fraud weren't socially bullied and criticized enough before their professional positions to keep in line legally. Useless failures.
• crimsonnoodle58
  Same experience. We had a billing bug which put our organization into a loop. Couldn't cancel the subscription, couldn't add one, couldn't delete the users of the organization because of the lack of subscription, and so on. It was easier in the end to rename the organization to 'do not use' and create another one than wait a month for their non existent support.
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  teling
  This is the risk of being a consumer in the AI world - companies are running extremely lean on real humans and are deferring support to AI chatbots with no real reasoning abilities...Also an issue with scale - for example, Google having similar issues of not handling small, isolated cases.Hope you get your money back!
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  simgt
  I had the displeasure of interacting with that support agent earlier today and was very surprised. It's just as good as the one my ISP has.We're meant to trust Anthropic enough to replace all of our engineers by their model for writing our software but somehow they don't trust it enough to let it handle simple customer support decisions. But shhhh, it's voluntarily nerfed just slightly bellow ASI for our safety.
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  CharlieDigital
  > Anthropic is an AI company that builds one of the most capable AI assistants in the world. Their support system is a Fin AI chatbot that can’t actually help you. This really cuts to the reality of AI hype: no, agents are not nearly as capable as OpenAI, Anthropic, etc. need you (or rather your C-suite, itching to fire you) to believe. They really, really need you to believe the hype. How can you tell? Cases like this and the fact that there are 5000 open bugs, constant regressions, ignored feature requests in the CC repo. The fact that Codex doesn't fully implement the simple and well-defined MCP spec for prompts. The fact that even CC has gaps with the MCP implementation...a spec that they created!If the progenitors with functionally infinite tokens can't get this basic stuff right, everything else they are doing is just blowing smoke. I don't care if you can ship a kernel compiler or a janky "browser"; how about just make your software work? The smartest guys in this space, engineers making 7 figures in TC, with billions in capital, unlimited tokens, and access to the best models cannot make a simple customer support chatbot work.But you! You're expected to deliver that customer support agent that's going to allow them to cut 500 people from payroll. You'll have it by Monday, right?It's some Tai Lopez "Here in my garage" energy.Let that sink in.
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  castral
  I've also been waiting over three weeks to speak with customer support after being gifted an annual subscription just as my payment card expired. The failed payment (after the $200 gift) downgraded my account to the free tier and I lost my annual subscription. I had to pay another $20 to get back into the pro tier plan, but now for some reason I only have $197 in credits and I'm on the monthly subscription instead of the annual. Anthropic basically just made 3+ months of credits disappear for their own billing mistake.The kicker? When you get downgraded to the Free tier, they don't offer any support beyond the AI bot. You have to go through some hoops to get it to open a support ticket to maybe talk to a human in 4-5 weeks. Unbelievable.
• TheGRS
  In all seriousness, shouldn't Anthropic be heavily dogfooding this sort of use case? I'm also not a huge fan of Amazon's support system, but they at least seem to be using their AI tools a lot for support responses (which has its own issues, but credit where its due).Every conference talk on this stuff seems to suggest that we're all way behind the curve on AI implementation, but I suspect its mostly smoke and mirrors and mechanical turks. My company invests heavily in automated IVR and chat responses and we still optimize for getting the customer to a real agent. Those agents are largely overseas BPOs, but at least that's better than an AI loop that gets you nowhere.
• bredren
  I had a similar thing happen where I was looking to recover funds from unexpected extra usage charges and got went through an identical experience.I realize the company barely has time to cash checks, but failing to handle small fry reasonable charge disputes should be handled appropriately.
• breve
  > AI-only support that serves as a wall between customers and anyone who can actually resolve their issueMy god. Anthropic has done it. Those crazy bastards have gone ahead and done it!They've achieved AGI for customer service. It's just like the real thing!
• vcoppola
  I had a similar experience. Pretty ironic that we can't reach a human given that "Anthropic" literally means "involving or concerning the existence of human life".
• nextzck
  It’s funny because not even claude knows how to reach someone. It was freaking out over why it couldn’t follow my instructions and kept pulling away from them. They exhausted everything and finally they were like I can’t do anything about this.. Although they did admit if I said I was suicidal a message would probably get to a human but that they couldn’t do that as it would be wrong lol
• serf
  it took me like 6 weeks and 12 chat sessions to get Anthropic to essentially end the conversation with "Yeah, whoops, we'll forward that to the dev team." when they cut my max sub short by 4 hours.that's the single reason I am no longer a customer. I don't feel like shoveling money at non-communicating phantoms.4 hours of credit wasn't by any means worth the time, what irked me was the casual disregard for lost customer value.
• jsw97
  I don’t know why you waited so long to submit this to the support forum they actually read, which is of course this one.
• SoftTalker
  > I also wanted to confirm with a human on exactly what went wrongThey wouldn't be able to tell you. The entire back end system is probaby vibe-coded and nobody really understands what it does.
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  kelp6063
  This is what credit card chargebacks are for.
• ddtaylor
  I did a chargeback against OpenAI for something similar and I showed my credit card company the logs with the support bot, as it was my only point of contact for the company.
• anon
  undefined
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  KellyCriterion
  I didnt know that they have any useful support at all! :-DI sent them some feedbacks one some issues, actually good ideas, and I didnt get any response so far.
• freediddy
  FTC should enforce across all companies either a support level commensurate to revenues, or the ability for customers to force refunds automatically.
• dools
  Same, I tested Claude Code CLI and it crapped out and took my money, and they haven't responded to my billing dispute yet. Meanwhile JetBrains replies within hours and Junie is LLM agnostic. I'm a huge fan of JetBrains for AI coding.
• bastard_op
  Their support is non-existent. It's NOT suitable for enterprise.
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  rikschennink
  I asked the Gumroad support AI for a human.It forwarded my request which was then answered by an open claw agent :/Still waiting for a response two weeks later.
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  wizzard0
  Their response time is usually around a month IME, yes.
• aspectmin
  Thinking it might be time to push for some laws to mandate companies have better systems to handle and address concerns that impact customers businesses and livelihoods.This inability to reach and/or get things resolved through customer support channels seems endemic, and probably generally part of the enshittification trend as a whole.
• subscribed
  TBF I'd probably pay some solicitor $50 to have them send a nicely worded letter after 2 weeks.You're too kind for the company trying to steal from you - whether intentionally or by negligence, doesn't really matter.Or the small claims court mentioned by someone else. Make sure to add your time and the cost of the representation.
• GrayHerring
  The fact nothing has changed regarding their non-existent support within a year just shows where their priorities lie. And I will make the bold assumption that this situation will be unchanged after exactly one year.
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  solfox
  Fin is actually Intercom’s branded agent, so if Anthropic is using their own model for support at all isn’t clear.
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  vanwal_j
  I'm not surprised, I burn (on purpose) more than 15k$/month on Anthropic tokens and I've never been able to talk to any of their sales despite filling the contact form every week for the past 4 months :')
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  cbg0
  Large corporations have been downsizing on QA and CS roles since before the LLM era. For many of those companies the lack of proper QA leads to more problems for users which compounds the lack of available CS staff. It's called either enshittification or maximizing shareholder value, can't remember which.
• g-technology
  I guess I shouldn’t feel so bad then that I have a ticket open that I keep updating every few days with how long it’s been without a response. It’s only been a few weeks.
• grokcodec
  if this is on a credit card you can get the money back from the credit card company for "undelivered goods"
• ChrisMarshallNY
  I canceled my Rackspace Email account, in February, and they keep sending me "past due" notices.I responded to the last one with "This account was canceled. If you persist in this harassment, I will open a case with the NYSAG."
• stavros
  We've been trying to get a Claude Code subscription for my company, the pricing page says $25 but they actually charge £25, 34% higher. I've been trying to talk to them for months, their support people don't even read what I'm saying and insist that it's somehow because of proration.I'm fairly sure their billing backend is vibe-coded and their support is worse than Google's.
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  skywhopper
  This sucks but is not surprising at all. Anthropic has more demand than it could ever fulfill, and looking into support tickets asking for refunds is never going to get anyone’s attention. If you actually want the money back, assuming you live in the US, this is what small-claims court is for.
• rvz
  Once again [0], Anthropic does not care about you and they are not your friends.The other day Dario and Co, were looking at a robotic lamp that does your laundry and folds your clothes. He cares more about investing in that than your billing issue.To them, they see us as gambling addicts, whilst we pay them their overpriced credits at their casino.The house (Anthropic) always wins.[0] https://news.ycombinator.com/item?id=47679322
• anon
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• aledevv
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• midasoperator
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• reconnecting
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• luxuryballs
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• siva7
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